Originally Posted by
Often1
PNR and TCP are not common terms at every carrier. While IATA uses them in its tariffs and they have industry-wide significance, most US carriers call the PNR a "Record Locator."
If you call AA or UA, you will be asked for the "Record Locator" which is the term appearing on your e-ticket receipt.
It is no longer necessary to train front-line staff to handle tariffs and the like.
Maybe her "international accent" wasn't the problem.
Agents should understand PNR. It was a common term behind the scenes at AA, DL, and other carriers. We were taught to say "record locator" to customers because most customers have no idea what a PNR is.
I agree that TCP is NOT a common term and most agents will not know what it refers to.